Service Request Manager – Burkina Faso & Niger

Company Profile

SoCha (a portmanteau of Social and Change) is an independent Monitoring, Evaluation and Learning (MEL) firm that provides bespoke solutions to social challenges. We are a US-registered, veteran-owned small business and staff support offices in Nairobi, Bangkok, and Mauritius. SoCha currently supports multiple foreign assistance interventions across Asia and Africa.

Background

SoCha, LLC is contracted to provide Monitoring, Reporting, and Capacity Strengthening (MRCS) support to complement and augment USAID Senegal’s Sahel Regional Office (SRO) performance management of activities within its portfolio. MRCS will support Sahel Regional technical Office (SRTO), Sahel Regional Program Office (SRPO), the Niger Mission, the Burkina Faso Country Office, the Bureau for Humanitarian Assistance (BHA) Resilience Food Security Activities (RFSAs) in Niger and Burkina Faso.

To assist in managing the service requests, SoCha seeks an experienced Service Request Manager (SRM).

** Suitably skilled and qualified Burkinabe and Nigerien citizens and residents are strongly encouraged to apply. **

Responsibilities

Reporting directly to the Chief of Party (COP), with multiple internal and external stakeholders on technical, logistical and financial requirements, the Service Request Manager (SRM) will support the COP in coordinating and managing MRCS activities across the contract. The SRM will be primarily responsible for owning the service request creation and due maintenance process. This requires coordinating to compile multiple internal inputs to finalize specific documents associated to each progress status of the Service Request Process, including for approval by the client. The SRM will also manage MRCSs service request system, ensuring it is up to date and meets SoCha documentation requirements.

Main duties of the position will be:

• Oversee work order development, writing and process. Primarily responsible for execution of the SRM System;
• Work closely with the team leads to ensure smooth writing and execution of all work orders from design to reporting;
• Provide quality assurance reviews to all service request Scopes Of Work (SOWs) prior to submission to USAID;
• Coordinate with MRCS teams to gather necessary inputs and logistics for work order form;
• Write scopes of work for short term technical assistance requirements;
• Develop budgets for activities;
• Coordinate with SoCha home office on planning and staffing;
• Coordinate with team leads to ensure they have resources and staff required to execute work-order;
• Liaise with project Contract Officer Representative to ensure timely authorization of pending work order requests and deliverables;
• Write and coordinate inputs and production of quarterly and annual reporting; and
• Other duties as appropriate.

Qualifications, Skills and Experience

• Advanced degree in Program Management, International Development, or related field.
• 5+ years’ experience in program management knowledge and skills.
• Experience working with and coordinating with high level internal and external stakeholders.
• Strong communication and interpersonal skills and the ability to work in a team environment.
• Demonstrable experience in overseeing and writing scopes of work for Donor Funded Work Orders, including both technical and level of effort or budget operational requirements.
• Experience working on USAID activities.
• Ability to multi-task and oversee multiple activities at one time.
• Proactive and solution-minded attitude.
• Fluency in written and spoken English & French required.
• Experience with Monday.com or similar project management software preferred.

Location

• Ouagadougou, Burkina Faso (1 position)
• Niamey, Niger (1 position)